NDLI: Modeling human behavior in customer-based processes: The use of scenario-based surveys

Content Provider	IEEE Xplore Digital Library
Author	Kokkinou, A. Cranage, D.A.
Copyright Year	2011
Description	Author affiliation: The Pennsylvania State University, 201 Mateer Building, University Park, 16802, USA (Cranage, D.A.) \|\| NHTV Breda University of Applied Sciences, Sibeliuslaan 13, 4837 CA, THE NETHERLANDS (Kokkinou, A.)
Abstract	Due to the complex and relatively unpredictable nature of human behavior, customer service-based processes such as those featured in call centers, restaurants, and hotels can be challenging to model. The present study provides an example of using established theories of customer behavior, in combination with primary data collection, in a time and cost efficient way to model customer decision-making in a particular situation. The context of the study is a hotel check-in process manned by three service employees to which management would like to add a self-service check-in alternative, in order to reduce waiting times. In order to model how customers choose between using the service employee and using the self-service technology, a crucial component of the simulation model, scenario-based surveys are used to supplement existing theories. The simulation study is briefly described and the advantages of this approach are discussed.
Starting Page	683
Ending Page	689
File Size	195256
Page Count	7
File Format	PDF
ISBN	9781457721083
ISSN	08917736
e-ISBN	9781457721090
e-ISBN	9781457721076
DOI	10.1109/WSC.2011.6147796
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2011-12-11
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Context Analytical models Context modeling Data models Decision making Humans Sensitivity analysis
Content Type	Text
Resource Type	Article
Subject	Modeling and Simulation Computer Science Applications Software

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

Doing simulation for a living

Modeling human behavior in customer-based processes: the use of scenario-based surveys.

Modeling human behavior in customer-based processes: the use of scenario-based surveys

A survey on the use of simulation in German healthcare

A Fuzzy Rules-Based Approach to Analyzing Human Behavior Models

Logistics sensitivity of construction processes

Exploring the constraints of human behavior representation

Towards assisted input and output data analysis in manufacturing simulation: The EDASim approach

Research on scenarios management for testing decision-making behavior in decision simulation environment

Modeling human behavior in customer-based processes: The use of scenario-based surveys

Similar Documents

Doing simulation for a living

Modeling human behavior in customer-based processes: the use of scenario-based surveys.

Modeling human behavior in customer-based processes: the use of scenario-based surveys

A survey on the use of simulation in German healthcare

A Fuzzy Rules-Based Approach to Analyzing Human Behavior Models

Logistics sensitivity of construction processes

Exploring the constraints of human behavior representation

Towards assisted input and output data analysis in manufacturing simulation: The EDASim approach

Research on scenarios management for testing decision-making behavior in decision simulation environment

Modeling human behavior in customer-based processes: The use of scenario-based surveys